Kimberly Hedley, John White, Cormac Petit dit de la Roche, Sunny Banerjea: The Paradox of Banking 2015. Achieving more by doing less, IBM Institute for Business Value, Financial Services Sector, 2005
Aus dem Summary: “Any serious discussion of the future of the retail banking industry eventually raises a basic question: will future customers still need banks? The answer, it turns out, depends on banks themselves. With technology and nonbank businesses providing new options for safeguarding and managing their finances, customers will continue to depend on banks only as long as banks can provide service and value that cannot be found anywhere else.
There are already signs that customers are questioning the ability of banks to look out for their financial well-being. As a result, banks have begun to rethink what, where and how they serve an increasingly informed and demanding customer base. At the same time, a confluence of industry developments, including consolidation, regulation, industry specialization, changing workforce needs and new technologies are putting additional pressure on banks’ operating models and raising questions about traditional strategies for growth and value creation.
So, what will the future look like? How will banks continue to grow revenues and remain profitable? What will it take to create and maintain advantage in this highly competitive industry? The future will require superior efficiency and operational excellence from all banks, while industry leadership will be attained by those institutions most adept at harnessing product, service and process innovation to anticipate and meet customer needs. Ultimately, banks will have to focus on their core strengths—those activities in which they excel—and partner with best-in-class specialists for everything else: achieving more by doing less.”